Introduction: 


The LivePerson WebAgent has a predefined set of hotkeys for the most common agent tasks. Each hotkey is a combination of Ctrl, back quote (`) and an additional key.

keyboard hotkeys liveengage agent console12
 
 Note: This article refers to the WebAgent also known as the browser-launched Agent Console. It does not apply to the installable versions of the Agent Console.

Instructions:


To perform a requested  task by using the hotkeys:
  1. Press Ctrl and the back quote (`) key
    A menu with the available tasks is displayed

  2. Press the key that is displayed next to the requested task
    For example: Press S if you want to open the Status menu

    menu web agent 4


    The available hotkey  tasks are:

    Key
     Task
    L
    Signs the agent out of the Agent Console
    S
    Opens the status menu
     A
    Accepts a new incoming engagement
    N
    Opens the engagement that waits for the agent's reply. If the agent handles more than one engagement, this key will open the engagement that waits for the agent's reply for the longest period of time.
    I
    Opens the Inactive list (list of the engagements that were ended but not yet closed)
    X
    • If the engagement is active, this key ends it. The engagement will be moved to the Inactive list.

    • If the engagement was already in the Inactive list, this combination closes it completely (even if the Agent Survey was not filled). 
    T
    Opens the list of the available skills and agents (the transfer dialog), so that the agent could transfer the engagement to the required skill / agent
     ` 
    (Press Ctrl + back quote and then press back quote again)
    If the agent handles more than one engagement, this key switches from one engagement to another

     emptyStringNOTE: When the hotkeys menu opens, you can press the letter that is displayed next to the relevant task, and you can also click the requested task with the mouse.

    web agent menu